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News about call centres
  • What’s stopping you doing big data analysis?

    On a recent trip to Silicon Valley, I quickly realised that the term ‘big data’ was not just a hyped up buzzword but indeed a key focus of tech giants and startups alike.

    Written by David Gee15 July 14 10:10
  • Companies 'still grappling' with basics of customer service: IPscape

    Increasing connectivity and consumer expectations should force businesses to change how they interact with customers, according to participants at an event hosted by IPscape last week in Sydney. But fear and other factors have made progress slow.

    Written by Adam Bender05 Nov. 12 16:04
  • Salmat to implement Avaya call centre technology

    Australian call centre provider, Salmat (ASX: SLM), has signed a five-year deal with Avaya for an undisclosed sum to implement a communications platform across its Australian and New Zealand operations designed to improve customer call resolution.

    Written by Hamish Barwick29 Nov. 11 11:50
  • iSelect eyes more speech analytics after $350K spend

    Despite spending upwards of $350,000 on a speech analytics system, Melbourne based insurance broker iSelect is looking to expand its existing call centre software to support better real-time processing, including possible emotion recognition.

    Written by Rodney Gedda13 July 11 15:39